Complaint Procedure

Complaint Handling Procedure

It is the aim of Leaseline The Vehicle Leasing Specialists Ltd to provide a very high standard of service to every customer. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.
This procedure explains how we will deal with any complaint. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint:

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the person you have been dealing with.
We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the following business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

If you have a regulated agreement and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response, we can also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.

www.financial-ombudsman.org.uk/contact/index.html

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the above address.

Leaseline The Vehicle Leasing Specialists Ltd trading style "Leaseline" is authorised and regulated by the Financial Conduct Authority, We are a Credit Broker not a Lender and Members of the British Vehicle Rental and Leasing Association (BVRLA) www.bvrla.co.uk, adhering to their Code of Conduct.
REG NO: 5957936 ENGLAND - VAT NO: 220 3055 69 - FRN: 689139 - DATA PROTECTION: ZA132687